Voice System Replacement Project :: Information Technologies | The University of New Mexico

Voice System Replacement Project ::

Information Technologies | The University of New Mexico
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Voice System Replacement Project
Voice System Replacement Project
Project Communication
UNM will be transitioning all existing phones from the current voice platform provider to a Cisco solution. This solution will best meet UNM’s current and future evolving needs. UNM’s current platform will be end of life March 2026, with support ending in December 2026. As the project team finalizes the timeline for migrating all phones, there will be a staged approach to moving phones which will begin with a group of main and branch campus departments and/or buildings. Later stages will migrate the remaining main, branch, and HSC phones. The numbers assigned to existing phones will not change. We look forward to working with you on UNM’s new phone system.
Timeline
Pre-Migration planning
Building 11 (Anthropology)
Building 21 (
Castetter Hall)
Building 24 (Northrop Hall)
Building 35 (Regener Hall)
Building 42 (Equal Opportunity Program)
Building 56 (Mesa Vista Hall)
Building 64 (Technology Education)
Building 73 (SHAC)
Building 78 (Social Sciences)
Building 79 (Ortega Hall)
Building
103 (Hodgin Hall)
Building 104 (Sara Reynolds Hall)
Building 115 (Communication and Journalism)
Building 121 (Nuclear Engineering Lab)
Building 126 (Galles Maui)
Building 194 (
194 Chilled Water Plant)
Building 235 (UNM Hospital)
Building 269 (ACC)
Building 286 (BBRP)
Building 425 LoboCare
Building 805 SE Heights Clinic
Building 948 NE Heights Clinic
Building 952 Westside Clinic
Building 953 Young Childrens Health Center
Building 958 Dermatology Clinic
Building 961 Sleep Clinic
Building 960 OP Rehab.
Building 963 Ortho. Clinic
Building A0808 Eubank Women's Health Clinic
Migration scheduled
Building 57 (Economics) April 22, 2026
Building 105 (Art Annex) April 22, 2026
Building 122 (Mechanical Engineering) April 29th, 2026
More buildings will be scheduled as coordination completes
Recently completed initial migration
Building 153 (IT Technology) September 25th, 2025
Building 34 (Logan Hall) October 28th, 2025
Building 23 (Mitchell Hall) October 28th, 2025
Building 114 (PAIS) November 4th, 2025
Building 54 (McKinnon) November 19th, 2025
Building 149 (Information Assurance Programs) November 19th, 2025
Building 87 (
Parish Library/AGSM) November 20th, 2025
Building 76 (ASM)
November 20th, 2025
Building 119 (Farris) December 3rd, 2025
Building 9 (Marron Hall) December 4th, 2025
Building 156 (Onate) December 11th, 2025
Building 195 (Pearl Hall) December 17th, 2025
Building 20 (INTERNAL AUDIT) December 18th, 2025
Building 65 (Travelstead Hall-Edu. Adm) January 7th, 2026
Building 68 (Masley Hall) January 7th, 2026
Building 25 (Alumni Chapel) January 8th, 2026
Building 158 (Robert Hartung Building) January 14th, 2026
Building 53 (Zimmerman) January 15th, 2026
Building 331 (Crystal Growth Facility) January 21st, 2026
Building 4 (ElzabthWaltCarlisleGym) January 21st, 2026
Building 51 (University House) January 21st, 2026
Building 281 (Child Care Center) January 28th, 2026
Building 44 (Title V & Mentoring Inst) January 28th, 2026
Building 338 (CHTM) January 29th, 2026
Building 14 (SMLC) February 4th, 2026
Building 66 (Simpson Hall) February 4th, 2026
Building 29 (Dispute Resolution) February 4th, 2026
Building 22 (Clark Hall) February 11th, 2026
Building 88 (Student Residence Center) February 11th, 2026
Building 89 (Student Residence Center Commons) February 11th, 2026
Building 12 (Anthropology Annex) February 18th, 2026
Building 48 (Dane Smith Hall) February 18th, 2026
Building 160 (University Club) February 18th, 2026
Building 112 (Centennial Eng Ctr(07/08)) February 25th, 2026
Building 140 Huber House (Real Estate) March 4th, 2026
Building 152 (Johnson Gallery/RWJF) March 4th, 2026
Building 77 (La Posada) March 4th, 2026
Building 168 (LGBTQ Resource Center) March 4th, 2026
Building 8 (Bandelier Hall East) March 11th, 2026
Building 16 (Bandelier Hall West) March 11th, 2026
Building 19 (Biology Annex) March 12th, 2026
Building 46 (EECE/Centennial Library) March 18th, 2026
Valencia Campus March 25th & 26th, 2026
Building 2 (Engineering Science Pod) April 1st, 2026
Building 26 (UNM Press & Office of Research) April 1st, 2026
Building 150 Student Support Services (Institute for Social Research)
April 1st, 2026
Building 15 (Hibben Center)
April 8th, 2026
Building 79 (Ortega Hall)
April 8th, 2026
General FAQs
What will happen if I dial 911?
911 will continue to operate as an emergency response number.
Soft phone: You will be prompted to enter your location upon logging in to soft phone.
Desk phone:
Site contacts will be asked to provide this information to UNM IT via a migration sheet. It will then be provided to 911 dispatch.
Please Note: If you move your Cisco VoIP phone please submit a help.unm.edu ticket so UNM IT can update the location in the 911 database.  If you move your phone and do not update IT the 911 information will be incorrect in the case of an emergency.
What will happen with Blue Emergency Phones?
These phones will continue to operate as normal during the migration.
These lines will be migrated to our new service provider.
What will happen to unique phone line types within my department? (i.e. Freezer, Alarm, Etc.)
These phones will continue to operate as normal during the migration.
These lines will be migrated to our new service provider.
My spreadsheet lists a “Virtual” line on 7XXXX, but the number is 4XXXX—what is this?
These were used in the old system to place calls on hold and make outbound calls from a secondary line.
They’re no longer needed in the new system and can be disconnected unless still in use—add a note to the spreadsheet providded to your site contact if so.
Project FAQs
Who do I contact during the project with any other questions that are not on this list?
Please email
voiceproject@unm.edu.
What happens if there are changes to my migration sheet before my area has been migrated?
Please email
voiceproject@unm.edu
What do I do if I need to make phone changes after migration?
Continue to use
help.unm.edu
and these requests or incidents will be processed as normal.
Phone and Device FAQs
Will my phone number change?
Phone numbers will remain the same.
Will I be getting a new phone device?
Yes, there will be a decision made by your department contact on either a new desk phone or a soft phone on your workstation or a combination of both.
See FAQ "What are the eligibility requirements for a soft phone (UNM Main Campus/Branches) for eligibility details?"
What are the differences between the soft phone and physical desk phone?
Soft phone is an application on your PC that replicates what a desk phone would look like.
Desk phone is a physical phone device that can be placed on the desk.
Features:
Both devices offer the same core features. The softphone does include a unique option that allows for up to 10 programmable buttons. However, if you’re using both a softphone and a desk phone, your button assignments will be limited to the 6-button maximum supported by your desk phone model.
How do I dial long distance on my Cisco phone (U.S.)?
Lift the handset (or press speaker/headset).
Dial 8 to get an outside line.
Dial 1 + the area code + the 7-digit phone number.
Example: To call (303) 555-1234, dial:
8 + 1 + 303 + 555 + 1234
When prompted, enter your
6-digit long-distance code
Press # to complete the call.
How do I dial an international long-distance call on my Cisco phone?
Lift the handset (or press speaker/headset).Dial 8 to get an outside line
Dial 011 (the international access code).
Dial the country code + city code + the local number.
When prompted, enter your
6-digit long-distance code.
Press # to complete the call.
Example: To call London, UK (20-7946-1234), dial:
8 + 011 + 44 + 20 + 7946 + 1234
, then enter your code + #.
What are the eligibility requirements for a soft phone (UNM Main Campus/ Branches)?
Users must have a UNM managed PC/Laptop. The technical requirements for the softphone can be found here:
soft phone technical requirements.
Will a soft phone replace UNM issued cell phone?
No, a soft phone is not meant to replace the functionality of a cellular device.
What does the Cisco soft phone look like?
A headset is recommended for the use of a soft phone.
Departments are responsible for providing headsets.
What does the Cisco desk phone look like?
Are there user guides available for the new Cisco device?
Yes;
it.unm.edu/communications/guides.html
What are the recommended Wireless Headsets for Cisco 9851?
Cisco Headsets
Cisco 561
Wireless single-ear DECT headset
For users who need mobility and awareness of surroundings
Cisco 562
Wireless dual-ear DECT headset
Best for noisy or shared workspaces
Cisco 980 (Bang & Olufsen)
Premium Bluetooth headset
For high-fidelity sound and all-day comfort
Jabra & Poly Headsets
Jabra Engage 65 / 45 SE
– Reliable DECT wireless with strong range
Poly Savi 7220 Office
– Comfortable, office-ready performance
Poly Voyager 5200 Office
– Bluetooth model for desk + mobile use
Plantronics CS540
– Budget-friendly, single-ear DECT option
Compatibility Notes
All models connect via USB-A (use a USB-C adapter if needed).
Cisco 9851 phones require
PhoneOS 3.3(1)
or newer for full call control (answer, mute, volume).
Bluetooth models like the Cisco 980 or Poly Voyager 5200 require the approved USB dongle for best performance.
Quick Recommendations
A table listing common user needs (e.g., mobility, noise isolation) with the recommended compatible headset models
Need
Recommended Model
All-day comfort & mobility
Cisco 561
Maximum noise isolation
Cisco 562
Premium audio experience
Cisco 980
Desk + mobile flexibility
Poly Voyager 5200 Office
Voicemail, Programming, and Forwarding FAQs
What will happen to my current voicemail greeting and/or messages?
Greetings: this will need to be setup by the user in the new phone system.
Messages: these will not be migrated or saved, please take note of any important messages prior to migration.
How do I check my voicemail remotely or off campus?
You can access your voicemail from off campus or from a non-UNM phone using either of the following methods:
Option 1: Dial the Voicemail Access Number
Dial 505-277-9999.
When prompted, enter your ID (your 5-digit extension number), then press #.
Enter your PIN (your voicemail password).
Option 2: Dial Your Direct Phone Number
Dial your direct phone number.
When you hear your voicemail greeting, press
(asterisk).
When prompted, enter your
D (your 5-digit extension) followed by
, then your PIN.
Once authenticated, you will be logged into your voicemail box and can listen to your messages.
Will my current call forwarding be retained?
Any phone with voicemail will be setup for busy and no answer by default.
If the phone is being forwarded to another number, cell phone, other UNM number, etc., this will need to be setup after migration.
What is a roll over?
A rollover line is an additional phone line that incoming calls are automatically forwarded to when the primary dialed line is busy or goes unanswered.
What is a line appearance?
A line appearance is a button on your phone that represents another telephone line in addition to your primary line.
Line appearances can lamp, or lamp and ring.
What is a hunt group?
A hunt group is a feature in a phone system that distributes calls from a single phone number to a group of numbers in a company.
ACD and Auto Attendant
Will my ACD and Auto Attendant be migrating to Cisco?
Contact Center services will be migrated in a later phase of the project. Departments using ACDs or Auto Attendants will be contacted separately to coordinate the migration of their Contact Centers.
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